At a Glance
- Tasks: Lead the complaints service and ensure operational continuity in a housing association.
- Company: Join a well-established housing association with a focus on leadership and innovation.
- Benefits: Flexible hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with potential for travel to Camden for key meetings.
- Why this job: Make a real impact by leading a vital complaints function in the housing sector.
- Qualifications: Senior-level experience in housing complaints and strong stakeholder management skills.
The predicted salary is between 56700 - 69300 £ per year.
4Recruitment Services are seeking an experienced
Head of Complaints to provide senior leadership to a well-established housing association.
As the
Head of Complaints , you will provide visible and confident leadership across the complaints service, ensuring operational continuity and maintaining the confidence of senior stakeholders and governance forums.
The role offers a flexible hybrid working arrangement , with the majority of the role carried out remotely from home.
The successful candidate will, however, need to be flexible around attending meetings at the housing association's Camden office when required. Office attendance will be driven by business needs rather than a fixed number of office days.
Some weeks may require up to three days of attendance at the Camden office for meetings with senior stakeholders, governance groups and the wider team. Other weeks may involve little or no office attendance, depending on business requirements.
Candidates do not need to be based in London , but must be comfortable and able to travel to
Camden for meetings when required .
DUTIES AND RESPONSIBILITIES INCLUDE
- Provide senior leadership to an established complaints function.
- Lead and support managers and established teams.
- Maintain strong complaint handling, compliance and regulatory performance.
- Provide stability and direction throughout the ongoing operational transition.
- Continue embedding the new complaints operating model and management system.
- Manage the increasing progression of complaints into later-stage processes.
- Build and maintain strong relationships with senior leaders and governance forums.
- Operate autonomously and provide confident leadership.
- Represent the complaints service at senior and governance-level meetings as required.
ESSENTIAL EXPERIENCE
Housing Sector Experience is Essential
We are looking for a senior complaints professional with
Senior-level housing complaints leadership experience.
Strong complaints management expertise within the housing sector.
- A demonstrable understanding of complaint handling regulation and compliance requirements.
- Proven stakeholder management skills, including engagement with senior leaders and governance forums.
- Experience leading managers and established teams.
- A willingness and ability to travel to Camden for meetings as required.
- Confidence working in a hybrid environment with largely remote teams.
DESIRABLE EXPERIENCE
It would be advantageous if you also have
- Experience leading complaints services through operational change or transformation.
- Previous experience implementing or embedding new complaints systems or operating models.
- Exposure to Ombudsman-related performance improvement programmes.
- Previous interim leadership experience.
- Experience presenting to committees or executive-level groups.
Candidates from closely related regulated environments may be considered where they can demonstrate strong complaints leadership and stakeholder-management capability; however, housing-sector backgrounds will take precedence wherever available.
Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.
To discuss this vacancy in further detail or any other vacancies, please contact our team on or email
Head of Complaints in London employer: 4Recruitment Services Careers
As a fully remote employer, we offer our BIM Technicians the flexibility to work from anywhere while being part of a dynamic team dedicated to innovative construction design projects. Our supportive work culture fosters collaboration and professional growth, with opportunities to enhance your skills in BIM technology and project management. Join us for a rewarding experience where your contributions directly impact the success of multi-disciplinary projects, all while enjoying competitive day rates and a commitment to maintaining high standards in digital information management.
Contact Details:
4Recruitment Services Careers Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Complaints in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 4Recruitment Services Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 4Recruitment Services Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Complaints in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 4Recruitment Services Careers:Your cover letter is your chance to shine! Tell us why you want to work at 4Recruitment Services Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 4Recruitment Services Careers!
How to prepare for a job interview at 4Recruitment Services Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
